Patient retention is a crucial aspect of running a successful aesthetic practice. While attracting new patients is essential, keeping your existing patients engaged and satisfied is equally important. In this blog post, we will explore effective tips to increase patient retention, ensuring your practice thrives in this growing industry.
Respond to Phone Calls Promptly:
To enhance patient retention, it’s essential to answer phone calls promptly and professionally. Patients may have questions, concerns, or scheduling conflicts, and being met with automated voicemail can be frustrating. Ensure that your staff is well-trained to handle calls and provide accurate information. Investing in a reliable phone system that can manage call volume without glitches is equally crucial. A practice must invest in a call answering service or chatbot during off-hours. This would ensure patients can always reach someone for assistance, even if the office is closed.
Upgrade Your Office Environment:
While your medical equipment and devices are top-notch, your patients’ perspective on your practice goes beyond clinical care. Take a walk through your facility with a patient’s eyes and consider factors like parking availability, the ambiance of your reception area, the comfort of waiting room chairs, Wi-Fi reliability, and amenities like refreshments. These small improvements can make a significant difference in how patients perceive your practice. Practices can also offer virtual consultations when possible. This would be a convenient option for patients who are unable to travel to the office for an in-person consultation.
Improve Scheduling Processes:
Unlike other businesses, patients may not eagerly anticipate returning to a medical aesthetics practice. Therefore, scheduling their next appointment while they are in your office is vital. Avoid relying solely on text messages to remind patients of upcoming appointments, as this can lead to higher no-show rates. Offering convenient scheduling options such as online scheduling can encourage patients to return, as this would make it easier for patients to book appointments at their convenience.
Provide Customer Service Training:
Your staff plays a crucial role in shaping the patient experience. Patients’ first impressions often come from interactions with your receptionists or front desk. Pay attention to their mannerisms, tone of voice, and responsiveness. Friendly and respectful staff can significantly impact patient satisfaction. Ensure your team is trained to answer questions accurately and encourage patients to schedule their next visit.
Make Patients Feel Important:
Patients want to feel valued and heard. Even in a busy aesthetics practice, giving patients undivided attention during treatments and exams is essential. Address their questions and concerns respectfully. Ensure your front office staff warmly greets patients, offers assistance, and expresses gratitude for their patronage. These small gestures can go a long way in retaining patients.
Expand Your Marketing Efforts:
While acquiring new patients is a primary goal of marketing, don’t neglect your existing patient base. Implement an opt-in newsletter to keep patients informed about updates, new services, and changes in your practice. Email marketing remains an effective customer retention strategy for small and midsize businesses, with around 80 percent relying on it. Practices should also use social media to engage patients and promote new services. This would be a way to stay on top of mind with patients and encourage them to book appointments.
Final Thoughts: Making Patient Retention a Priority
In the ever-evolving world of medical aesthetics, patient retention is a key factor in the success of your practice. As you strive to improve patient retention, it’s essential to view your retention rate as a challenge rather than a standard. Analyze your records to identify the reasons for patient loss and evaluate your scheduling, customer service, and marketing strategies.
Engaging with patients, actively seeking feedback, and making improvements based on their input will not only boost patient retention but also enhance your reputation. By implementing these strategies, aesthetic practice owners can create a patient-centric practice that thrives in this growing industry. Remember that increasing patient retention is not just about business; it’s about providing exceptional care and building lasting patient relationships.